CEO Update Monday 2 November 2015
Patient Safety Week 1-7 November A patient in hospital today has a much wider range of health care practitioners involved in their care than in the past. That’s because of the increasingly complex nature of high tech modern health care, advances in treatment and improved ways of working. An oncology patient for example is likely to have a cancer nurse co-ordinator, outreach nurse, clinical nurse specialists, radiation therapists and oncologists involved in their care - to name just a few. Roles and tasks often overlap and if we find the healthcare system a bit confusing at times spare a thought for the patient. That’s why introducing yourself to your patient, outlining your role and explaining what you are going to do is now more important than ever. As part of Patient Safety Week (November 1-7), which has a focus on good communication between health professionals and patients, some staff will be wearing name badges that do just that. The badges have been adapted from the #hellomynameis social media campaign which was started by terminally ill British doctor Kate Granger in 2011 after she was diagnosed with an incurable rare form of sarcoma. Kate, an Elderly Medicine Registrar in Yorkshire, underwent many procedures and several courses of chemotherapy. She felt repeatedly frustrated that health professionals involved in her care failed to even introduce themselves, let alone explain their specific roles. Via social and print media the #hellomynameis campaign quickly went “viral”, capturing the imagination of many health professionals and health organisations in the UK’s National Health Service (NHS) and beyond. Kate has since been invited to speak at many meetings and conferences and has written for the British Medical Journal. The “hashtag” #hellomynameis has recorded 80 million impressions on Twitter.
Introducing yourself to a patient and their family is about much more than just exchanging names. It’s about making a human connection and building trust. It’s a simple thing to do that sets the foundation for better communication. Twoway communication with patients is a priority and the name badges are a great reminder to staff of the importance of good introductions, as well as showing patients their questions are welcomed. Staff in several departments across Canterbury DHB are adopting “hello my name is” name badges. One of our local clinical champions is Clinical Director, Oncology, Mark Jeffery, who is available to present an information session on request. Mark says he has found the #hellomynameis campaign a timely reminder that the simple things when interacting with a patient can be of great importance, and a well-crafted introduction may be just as important in establishing rapport with a patient as all the subsequent communications. I agree. Our commitment to consumers and patients is that we strive to provide the best and safest care possible, every time. The quality of the care we provide is our priority 52 weeks of the year, but during Patient Safety Week this week we will be reiterating to staff the importance of patient safety, and talking about simple things that can keep patients safe. When things don’t go according to plan and our services don’t meet patient’s expectations I encourage you be open to feedback from patients – both good and bad. Complaints are an opportunity for us to improve the way we work. It could be that our systems and processes need to be altered, but often complaints are about our interpersonal communication. ›› Article continues on page 2
In this issue »» Canterbury Grand Round...page 2. »» Facility Fast Facts...page 3. »» Staff Wellbeing Programme...page 5.
»» Strong leadership at Nurse Maude recognised...page 6.
»» Public Health Summer School...page 9
»» Cycling in Cambodia...page 7.
»» One minute with Aileen Smith...page 11.
»» Mother’s TV launches at CWH...page 8.
»» Choose a career with us...page 10.
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